These FAQ’s only apply to our Shop from Crisis online shop

We aim to dispatch your order within 3-4 working days (M-F exc Bank holidays), however during busy periods this time frame may be extended.  

All orders are sent by Royal Mail 48 tracked delivery service. Once the item has been dispatched this can take 3-4 working days. You will receive a notification when your item has been dispatched to the email address you provided at checkout.

Last postage date fro guaranteed delivery 18/12/23

Orders placed between 22/12/23 - 01/02/24 - Will not be dispatched until 02/01/24

Customer service will also be paused until 02/01/24

We are currently unable to deliver to addresses outside of the UK or UK offshore territories. We can deliver to the Channel Islands and Isle of Man.

Once we receive your order, it should arrive within 10 working days. If you have not received your order after this time, please contact our support team at online.shop@crisis.org.uk. We aim to respond to your email within 2 working days (M-F exc Bank holidays).

We hope that you are delighted with your order, however if any item is damaged, faulty or for pre-loved not as described when received, please email our support team at online.shop@crisis.org.uk. within 14 days of receiving your order. We aim to respond to your email within 2 working days (M-F exc Bank holidays)

We will happily replace any faulty item from our gifting & treats range – which are new products. For our pre-loved/unique finds, the majority of these products are second hand or donated. Usually there is only one of each available, this is specified on the product page. Therefore, unless there is more than one available, unfortunately we will not be able to replace any faulty or damaged items, only a refund can be issued. Please contact our support team via online.shop@crisis.org.uk for further queries about this. We aim to respond to your email within 2 working days (M-F exc Bank holidays)

Unfortunately, we are unable to accept online purchase returns in Crisis shop. Any items purchased from the Crisis online shop must be returned to the online shop as per the instructions on the returns form in your package.

We hope you love the products you have bought, however if you change your mind you have 14 days to return the item(s). Please note, due to hygiene reasons we cannot accept returns/refunds on our earrings, intimate apparel or swimwear.

Please return your items in the original packaging, clean, undamaged in a resaleable condition and use the returns link as instructed on your delivery note.

If you wish to cancel your order and your items have not yet been dispatched, get in touch with us by emailing our support team viaonline.shop@crisis.org.uk. We aim to respond to all emails within 2 working days (M-F exc Bank holidays).

If you have any questions or issues with your items, please get in touch with us by emailing our support team via online.shop@crisis.org.uk. We aim to respond to all emails within 2 working days (M-F exc Bank holidays).

We hope you enjoy the service and products you receive. If you are not fully satisfied, or wish to leave us feedback, please get in contact with us at online.shop@crisis.org.uk

When you Shop From Crisis, 100% of the profit goes towards ending homelessness.

Whats is a Virtual Gift

A virtual gift is a donation in the form of a gift that you send digitally instead of physically.

My Virtual Gift was not delivered

When you purchase a virtual gift, if the email recipient is not valid you will be sent an email asking to confirm the email an/or provide and alternative. Once supplied the Virtual gift will be resent to the email provided. Please contact us via our contact us page. 

If I send a Virtual Gift to a recipient, what will you do with their data? 

When you send a virtual gift, the recipients data will only be used to deliver the card. We will not use their contact details for any other purposes. We would never share their details with any third parties. 

Are the stories real? 

Yes, all of our stories come from interviews carried out with people across the UK. In some sensitive situations, images and names have been changed to protect and respect the identity of the person sharing their story. 

Will my gift go direct to an individual

A virtual gift represents the approximate cost of the named gift. Our virtual gifts are real examples of items and services Crisis provide within our year-round or Christmas services however how we help someone depends on their individual needs and situation.

If you are a UK taxpayer, we can claim an additional 25p in Gift Aid from the Government for every £1 you donate. And it doesn't cost you a penny - just give us your details!

For us to claim Gift Aid, you must pay UK income or capital gains tax this year (this does not include VAT or council tax) at least equal to the amount reclaimed on all your charitable donations. Find out more about Gift Aid.

Only donations are eligible for us to claim Gift Aid on, you will be asked as checkout if you would like to sign up to gift aid.

When you complete the Gift Aid declaration, Please read the details carefully before submission.


Inspiring pre-loved finds that look good, feel good and do good.